Privacy policy

Last updated: October 29, 2026

Gwen ("we", "us") provides an AI receptionist that answers phone calls and website chats for home service businesses (our "customers") and passes their service requests to them. This policy explains what information we collect, why, how long we keep it and who we share it with. It covers this website, our demo pages and the receptionist service.

1. Who this policy is about

Customers: businesses that sign up for Gwen, and the people who manage their account.
Callers and chat visitors: people who call or chat with a receptionist that a customer has set up. For these conversations we act on behalf of the customer, who decides how the requests are used.
Website visitors: people who visit this site or ask us for a demo.

2. The receptionist is an AI, and calls are recorded

Every call and chat starts by saying that the caller is talking to an AI assistant. On calls, the first sentence also says the call is recorded so the business can follow up. A caller who does not want to be recorded can say so; the receptionist then takes only a name and a callback number for a person to call back. The receptionist answers truthfully whenever anyone asks whether it is a person.

3. What we collect

From callers and chat visitors: what they say or type, which can include their name, address, phone number, email, a description of the problem and a preferred time; the number they call from; call recordings and transcripts; and the date, time and length of the conversation.
From customers: business name, website, contact name, email, phone number, hours, service area, services and the answers the business wants the receptionist to give or avoid. Payments are handled by our payment provider; we do not receive or store full card numbers.
From businesses' public websites: to build a demo, we read the public pages of a business's website (services, hours, service area, booking method and published policies). We do not collect personal information about business owners for demos.
From website visitors: anything you choose to send us by email, such as your website address when you ask for a demo, and basic server logs (IP address, browser type, pages requested) kept for security. This site uses no advertising trackers and no third party analytics scripts.

The receptionist does not ask callers about medical conditions. To prioritize emergencies it may ask whether a vulnerable person (for example someone elderly, an infant or someone who is ill) is in the home.

4. How we use it

To answer callers and chat visitors, and to send each service request, with the conversation, to the business it was meant for.
To set up, run, test and improve each customer's receptionist, including keeping it current when their website changes.
To bill customers and send account emails (receipts, setup, check-ins and cancellation notices).
To build and send a requested demo.
To keep the service secure and to meet legal obligations.

We do not sell personal information, and we do not use callers' information to market to them. The receptionist does not make outbound calls.

5. Who we share it with

The business the caller contacted, which receives the service request and the conversation.
Service providers that run parts of the service for us under contract, such as voice and AI processing, website hosting, email delivery and payment processing.
Authorities, when the law requires it.
A buyer or successor, if the business is sold, under this same policy.

6. How long we keep it

Call recordings, transcripts and chat logs: deleted automatically after 90 days. They are never kept indefinitely.
When a customer cancels: their receptionist and its stored conversations are deleted 30 days after the paid period ends, or sooner under the period above. Billing records are kept as long as tax and accounting rules require.
Demo pages and demo requests: deleted 90 days after the demo is built if the business does not sign up.
Server logs: kept up to 30 days.

7. Your choices and rights

Callers can ask the business they called, or us at hello@gwenanswers.com, to see or delete a recording or transcript of their conversation. Depending on where you live (for example California), you may have rights to know, correct or delete personal information and not to be discriminated against for using them. We respond within the time the law requires. Customers can update their account details anytime and can cancel online.

8. Security

We use encryption in transit, limit access to people who need it, and use providers with recognized security practices. No system is perfectly secure; if a breach occurs we will notify affected people as the law requires.

9. Children

The service is for businesses and their adult customers. It is not directed to children under 13, and we do not knowingly collect their information.

10. Changes

We will post changes here with a new date, and email customers about material changes before they take effect.

11. Contact

Email: hello@gwenanswers.com